Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/26/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unauthorized pending charge still remains on my credit card
  
  This issue was raised to both the Hotel (Quality Inn Merrimack-Nashua) and Choice Hotels Customer Service
  
  Quality Inn failed to follow up as promised
  
  Choice Hotels failed to intervene
  
  Please see attached email correspondence between me and Choice Hotels clarifying and documenting issue

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17th,2024 my son and I rented a room with this hotel after calling and asking if it had a pool and was told it did, so we continued with our reservations to this hotel, upon arrival the employee was disrespectful, and rude asked for my drivers license and debit card, in which i handed them to her, this female employee was observed sneaking photo coping my drivers license when I asked why she stated " i didnt do it" and flipped the paper upside down and refusing to allowing to view it with my drivers license and she took one with my debit card. and did the same behavior. Then she said ****** security deposit i said okay but stunned upon looking online it did not state it. My son and I were hanging out in our room when a male employee and female employee both walked by our window and looked right into our room, staring at us. My son closed the window and curtain I brought this up to the manager and said it didnt happen it happened multiple times, and then my son was beyond scared and uncomfortable that they had cameras hidden in the room and would see him naked, He refused to shower there, then up half the night because people were stomping and slamming around above us We left to go out to help with the anxiety I brought it up to the employee about the deposit and she stated she would return it right away, the latest maybe tuesday, Here is it is Thursday and I still have not received my money.When we got back from going out another employee was out flying a drone around the parking lot and up to the windows where he could clearly see in. He continued doing this, and while my son a minor was walking across the parking lot he had the drone right above him and flowing him. I reported this to the manager in my email that your employees can not take photos of minors without permission and they did not have my permission to take photos of my son. Absolute violated on privacy, identity, respect, fraud, theft, complete disrespectful company.

  Business Response

  Date: 06/03/2024

  Dear Guest,

  You mentioned that the front desk agent was rude.  She was kindly addressing your questions respectfully to the best of her ability and explaining the hotel policies.  I'm sorry you felt she was rude, but that was not her intention.  First, I would like to address the pool.  This property has never had a pool in its entire existence, so I'm not sure where you are getting that information. No where on our side or any other site do we advertise having a pool at this property.   If this was a high priority for you, at check-in you had the option of cancelling your reservation free of charge had you requested it to us.  

  Secondly, you mentioned about being charged extra for your room.  That was not an extra charge, but a incidental deposit for the room which was explained during check-in.  This is a standard in hotels.  It's the same as if you were getting gas.  They will authorize more than you owe to make sure funds are available if need be.  The same applies to hotels.  Every guest is required to give a incidental deposit upon check-in which is only a pending authorization hold on the card card and is released upon checkout back to your credit card if no incidentals apply.  I have confirmed that your pending authorization was released back to you upon checkout.  You may take this matter up with your bank as it was released from our end.    Our property is a very safe place.  This concern about people peeking in was never addressed to the front desk to look into the matter.   Guests are not allowed in the back of the hotel due to fencing around the entire property.  Only employees are allowed while working outside and around the building doing numerous cleanup and landscaping.  Lastly, regarding the Drome.  Unfortunately,  we do not have any control over that if there was a Drome in the air.  There are multiple businesses around the hotel, so anyone from anywhere could have been using it.  This is not in our control.  Again, I would like to state that if you were unhappy during your stay, you could have addressed it directly to me and I would have been able to rectify any issues.  Expressing all these concerns in an email and writing a review days after the fact doesn't help either of us.  We are here for our guests to make sure their stay is comfortable and enjoyable, but what we don't know, we can't address.  I don't its fair in asking for a full refund after staying at the hotel and using its facility. Again, had you addressed all these concerns and felt you didn't want to stay, I would have worked with you in cancelling your reservation without any charges.  Since you decided to stay and use the facility, I think the charges are fair.  

  Thank you

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21752164
  
  I do not accept the business's response as a resolution to my complaint. The front desk clerk snuck taking photos of my  drivers license and hide it, and then continued to be rude towards myself and child. I also never received my security refund.  I have spoken with my bank and they never  received it either. Very disappointed that this business can sneak around back windows look in and be a peeping ***, and not once but multiple times  That inappropriate behavior was beyond unacceptable and I feel excuses are being made because this is a business. My privacy, my Constitutional rights have been violated. I am so disappointed and discouraged. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/17/2024

  I never received my refund, and I am not satisfied with the response. So having peeping *** managers is acceptable your telling me?  I feel completely violated and that to think that these people were peeping in the window peeping at my minor Child is Also acceptable your stating. 

  Rude employees, stealing money, peeping *** employees this Is disgusting